Where to file complaints against insurance companies?

If you’re facing issues with your insurance provider, such as a denied claim, a disagreement over policy terms, a delay in claim settlement, or concerns about miss-selling, follow these guidelines to lodge complaints against the insurance companies:

Step 1: Internal Grievance Redressal Mechanism

The initial step is to engage with the insurance company’s internal grievance redressal mechanism. Each insurer maintains a dedicated Grievance Redressal Cell.

  1. Identification of Contact Information: Locate the contact details (email or phone number) of the Grievance Redressal Officer for your insurer on their website or policy documentation.
  2. Communication of Grievance: Clearly articulate your grievance in writing or verbally, ensuring meticulous documentation of the complaint reference number provided by the company.
  3. Regulatory Timeline: The insurer is obligated to respond to your complaint within a stipulated timeframe, typically 30 days.

Step 2: Bima Bharosa, IRDAI:

As the regulatory authority for the insurance sector, the Insurance Regulatory and Development Authority of India (IRDAI) entertains complaints through its online portal (Bima Bharosa), telephone, or email.

  • Bima Bharosa: https://bimabharosa.irdai.gov.in/
  • Toll-free numbers: 18004254732, 155255
  • Email: complaints@irdai.gov.in
  • Official Address: Consumer Affairs Department – Grievance Redressal Cell, IRDAI, Sy. No.115/1, Financial District, Nanakramguda, Gachibowli, Hyderabad – 500032.

Additionally, you may also file your insurance complaints through National Consumer Helpline (NCH).

Step 3: Escalation to the Insurance Ombudsman

If the insurer’s response proves unsatisfactory or fails to resolve the matter within 30 days, policyholders may lodge a grievance against the insurance company to the Insurance Ombudsman. This autonomous entity functions as an impartial quasi-judicial body for insurance-related complaints.

Procedure for online complaint filing to Insurance Ombudsman:

  1. Access the Grievance Redressal Portal: Visit the CIOINS portal to open the complaint form (cioins.co.in/), a centralized platform for registering complaints against insurers.

  2. Account Registration: Create an account on the grievance portal, providing your personal details and policy information.

  3. Complaint Submission:

    • Identify the relevant insurance company.
    • Select the appropriate complaint category (e.g., claim rejection, mis-selling).
    • Provide a comprehensive description of your grievance, supported by pertinent documentation (policy copy, correspondence with the insurer, etc.).
    • Formally submit the complaint.

You can also write to the head office of the Insurance Ombudsman or its regional offices.

Head Office, Executive Council of Insurers:

For more information, read this article: How to file complaints to Insurance Ombudsman?

Consumer Courts:

For claims exceeding ₹20 lakhs, policyholders may approach the district, state, or national consumer forums.

You can file an insurance complaint against the insurer to the consumer court through the E-DAAKHIL portal.

:tipping_hand_man:t5: Please remember:

  • Articulate your grievance clearly and concisely, incorporating relevant details (policy number, date of incident, etc.).
  • Furnish copies of all pertinent documents to bolster your case.
  • Diligently maintain records of all communication with the insurer and the ombudsman.

Pro Tips:

  1. Comprehension of Key Terms: Thoroughly understand terms such as “premium,” “deductible,” “sum insured,” “exclusion,” and “grace period.”
  2. Coverage Assessment: Verify that the policy provides adequate coverage for the desired risks.
  3. Scrutiny of Exclusions: Pay careful attention to policy exclusions.
  4. Thorough Reading: Do not overlook the fine print, as it often contains critical information.
  5. Clarification: Seek clarification from the insurer or an agent regarding any ambiguities prior to policy acquisition.

Still, have questions? :thinking: Ask by replying to us. :point_down:t5: We will help you to resolve it.